What is Gladly's core philosophy for customer service?

Gladly operates on a 'people-first' philosophy, focusing on continuous conversations with customers rather than a ticket-based system, aiming to build lifelong relationships and increase customer lifetime value.

Does Gladly use AI in its platform?

Yes, Gladly leverages AI extensively with features like Team Assist AI for agent support, AI-driven personalization, and smart routing to match customers with the best agents.

What kind of businesses is Gladly best suited for?

Gladly is ideal for high-growth consumer brands, particularly in D2C and retail, that prioritize personalized customer experiences and aim to drive customer devotion and LTV.

What are the pricing options for Gladly?

Gladly offers two main pricing packages: the Hero package at $180 per user per month (minimum 10 users) and the Superhero package at $210 per user per month. Pricing is typically enterprise-level.

How does Gladly handle multiple communication channels?

Gladly provides a true omnichannel experience, unifying chat, voice, email, SMS, and social media into a single, continuous conversation, ensuring that customer context is maintained across all touchpoints.

Gladly

Gladly is an AI-powered customer service platform built for long term customer devotion, offering a ticket-free approach to personalized, omnichannel support for consumer brands.

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About Gladly

Gladly is a customer service platform that redefines customer experience by moving beyond the traditional ticket-based system. It focuses on a "people first" approach, where every customer interaction is part of a continuous conversation, building a lifelong relationship rather than resolving isolated issues. This AI-powered platform is designed to drive customer devotion and increase lifetime value (LTV) for consumer brands.

Founded in 2014, Gladly aims to make customer service radically personal. It unifies all communication channels into a single, comprehensive view of the customer, allowing agents to have full context of past interactions, preferences, and buying patterns. This enables more efficient and empathetic support, empowering agents to lead conversations and deliver personalized experiences.

Key Features

Conversation Timeline: Provides one continuous conversation across every channel, eliminating the need for tickets and preventing customers from repeating information.
Customer Profile: Offers a complete view of the customer, including conversation history, orders, preferences, and buying patterns, accessible to all agents.
Team Assist AI: AI-powered assistance for agents to draft replies, translate, summarize, and surface relevant context, enhancing their ability to lead conversations.
Smart Routing: AI that matches each customer with the best-suited agent for their needs, improving resolution times and service quality.
True Omnichannel AI: Unifies chat, voice, email, SMS, and social media into a single conversation, ensuring context follows customers across all touchpoints.
Platform Integration: Seamlessly integrates with external systems and other helpdesks, extending functionality and enabling a unified customer view.

Pricing

Hero Package: Includes core platform features for personalized customer service.
Superhero Package: Offers advanced capabilities for high volume support teams and enhanced customer experience.

*Pricing information is not provided in the website. We could only fetch above information.

Use Cases

Delivering personalized, people-first customer service for consumer brands.
Managing high-volume, multi-channel customer interactions with a unified view.
Utilizing AI to assist agents, automate tasks, and improve resolution times.
Integrating customer service with sales to drive revenue and increase LTV.

Pros & Cons

Pros:

Unique ticket-free approach fosters continuous customer relationships.
Comprehensive AI capabilities for agent assistance and smart routing.
True omnichannel experience with a unified customer view.
Designed for high-growth consumer brands focused on LTV.

Cons:

Higher price point, primarily targeting enterprise-level clients.
May be overly complex or expensive for smaller businesses.
Requires a minimum of 10 users for the Hero package.

Integrations

AWS EventBridge, Ada Support Inc., Assembled, BigCommerce, Calabrio, Corso, Delighted, Endear, Fivetran, Flip, Formspree, Formstack, Hark, HiOperator, HighTouch, Idiomatic, KODIF.ai, Klaviyo, Linc, Loop, Magento, MaestroQA, Medallia, Messenger, Netomi, Ordergroove, Playvox, Qualtrics, Recharge, Recurly, ReturnLogic, ScreenMeet, Segment, SentiSum, Shiphero, Shipped Suite, Shopify, Siena, Simplr, Skio, Smile.io, Spree Commerce, SupporTrends, Swell, TurnTo